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Phrasebook

English Phrases for Making a Complaint

In English, the most effective complaints are calm and polite. Start softly, explain the problem clearly and say what you want. These phrases work in restaurants, shops and hotels.

33 phrases · By LearnLingo Team · Updated

Tap to hear a phrase. Levels follow the CEFR scale. American English is the default; British variants are noted.

Starting politely

EnglishTurkishYou might hear

Excuse me, I'm afraid there's a problem.

A2

"I'm afraid" makes bad news sound softer.

Affedersiniz, maalesef bir sorun var.
  • Oh, I'm sorry. What's wrong?

Sorry to bother you, but there's a problem with my order.

B1
Rahatsız ettiğim için kusura bakmayın ama siparişimle ilgili bir sorun var.
  • No bother at all. What happened?

I'm not very happy with the service.

B1

English often softens complaints: "not very happy" sounds more polite than "unhappy".

Hizmetten pek memnun değilim.
  • I'm sorry to hear that. Can you tell me more?

I'd like to make a complaint.

B1

This is formal and serious. For small problems, start more softly.

Şikâyette bulunmak istiyorum.
  • I'm sorry to hear that. What happened?

Could I speak to the manager, please?

A2

Ask the staff to help first. Ask for the manager only if they can't.

Müdürle görüşebilir miyim, lütfen?
  • Of course. One moment, please.

At a restaurant or café

EnglishTurkishYou might hear

This isn't what I ordered.

A2
Bu benim sipariş ettiğim şey değil.
  • I'm so sorry. I'll fix that right away.

My food is cold.

A1
Yemeğim soğuk.
  • I'm sorry. I'll ask the kitchen to make you a fresh one.

We've been waiting for over 40 minutes.

B1
Kırk dakikadan fazladır bekliyoruz.
  • I apologize. Let me check with the kitchen.

I think there's a mistake on the check.

B1

UK: "bill".

Sanırım hesapta bir hata var.
  • Let me take a look.

The steak is overcooked. I asked for medium-rare.

B1
Biftek fazla pişmiş. Orta az pişmiş istemiştim.
  • I'm sorry about that. I'll get you another one.

There's a hair in my soup.

A2
Çorbamda saç var.
  • I'm so sorry. I'll replace it right away.

In a shop or with a product

EnglishTurkishYou might hear

I'd like to return this.

A2
Bunu iade etmek istiyorum.
  • Do you have the receipt?
  • What's wrong with it?

It stopped working after two days.

B1
İki gün sonra çalışmayı bıraktı.
  • Let me take a look at it.

It was damaged when I opened the box.

B1
Kutuyu açtığımda hasarlıydı.
  • I'm sorry. We can replace it.

Could you take a look at it?

A2
Bir bakabilir misiniz?
  • Sure. Let me see.

I'd like a refund, please.

A2
Para iadesi istiyorum, lütfen.
  • Sure. Would you like it back on your card?
  • We can offer store credit.

Can I exchange it for a new one?

A2
Yenisiyle değiştirebilir miyim?
  • Yes, if we have one in stock.

It's still under warranty.

B1

UK: "guarantee" is also common.

Hâlâ garanti kapsamında.
  • Then the repair is free.

I was charged the wrong price.

B1
Bana yanlış fiyat uygulandı.
  • Let me check the price for you.

At a hotel

EnglishTurkishYou might hear

The air conditioning isn't working.

A2
Klima çalışmıyor.
  • I'll send someone up right away.

There's no hot water.

A2
Sıcak su yok.
  • I'm sorry. Maintenance will check it now.

The Wi-Fi in my room isn't working.

A2
Odamdaki Wi-Fi çalışmıyor.
  • Let me reset it for you.

The room hasn't been cleaned.

B1
Oda temizlenmemiş.
  • I apologize. Housekeeping will come right away.

It's very noisy. Could I change rooms?

B1
Çok gürültülü. Odamı değiştirebilir miyim?
  • Let me see what's available.

This isn't the room I booked.

B1
Bu ayırttığım oda değil.
  • Let me check your reservation.

Explaining and asking for a solution

EnglishTurkishYou might hear

What can you do about it?

B1
Bu konuda ne yapabilirsiniz?
  • We can give you a refund or a replacement.

This is the second time this has happened.

B1
Bu ikinci kez oluyor.
  • I'm really sorry. I'll make sure it doesn't happen again.

I understand it's not your fault, but I need a solution.

B2

Being kind to the person helping you usually gets better results.

Sizin hatanız olmadığını anlıyorum ama bir çözüme ihtiyacım var.
  • I appreciate that. Let me see what I can do.

I'd like to speak to someone who can help.

B1
Yardımcı olabilecek biriyle görüşmek istiyorum.
  • Let me get my supervisor.

I'd like this taken care of today, please.

B2

UK: "I'd like this sorted out today."

Bunun bugün halledilmesini istiyorum, lütfen.
  • I'll do my best.

I'd like to put this in writing.

B2
Bunu yazılı olarak iletmek istiyorum.
  • You can email our customer care team.

That's not acceptable.

B2

Very strong. Use it only when polite requests have not worked.

Bu kabul edilemez.
  • I understand. Let me speak to my manager.

Thanks for taking care of this.

B1

UK: "Thanks for sorting this out."

Bununla ilgilendiğiniz için teşekkürler.
  • You're welcome. Sorry again for the trouble.

Sample dialogues

The wrong order

Customer
Excuse me, I'm afraid there's a problem. This isn't what I ordered.
Affedersiniz, maalesef bir sorun var. Bu benim sipariş ettiğim şey değil.
Server
Oh, I'm sorry. What did you order?
Ah, özür dilerim. Ne sipariş etmiştiniz?
Customer
The chicken salad, not the pasta.
Makarnayı değil, tavuklu salatayı.
Server
You're right. I'm so sorry. I'll get that for you right away.
Haklısınız. Çok özür dilerim. Hemen getiriyorum.
Customer
Thanks. We've already been waiting for quite a while.
Teşekkürler. Zaten epey bir süredir bekliyoruz.
Server
I understand. I'll ask the kitchen to make it first.
Anlıyorum. Mutfaktan önce onu hazırlamalarını isteyeceğim.
Server
Here's your salad. The drinks are on us today.
Salatanız burada. İçecekler bugün bizden.
Customer
That's very kind. Thanks for taking care of it.
Çok naziksiniz. İlgilendiğiniz için teşekkürler.

Returning a faulty product

Customer
Hi, I'd like to return these headphones. They stopped working after two days.
Merhaba, bu kulaklığı iade etmek istiyorum. İki gün sonra çalışmayı bıraktı.
Sales assistant
I'm sorry about that. Do you have the receipt?
Bunun için özür dilerim. Fişiniz var mı?
Customer
Yes, here it is.
Evet, buyurun.
Sales assistant
Thanks. Would you like an exchange or a refund?
Teşekkürler. Değişim mi yoksa para iadesi mi istersiniz?
Customer
I'd like a refund, please. This is the second pair that has broken.
Para iadesi istiyorum, lütfen. Bozulan ikinci kulaklık bu.
Sales assistant
I understand. I'll put the money back on your card.
Anlıyorum. Parayı kartınıza iade edeceğim.
Customer
How long will it take?
Ne kadar sürer?
Sales assistant
It usually shows up in a few business days.
Genellikle birkaç iş günü içinde hesabınıza geçer.

Common mistakes Turkish speakers make

I want to complain you.

I'd like to make a complaint.

"Complain" needs a preposition: you complain "about" something and "to" someone.

I'm not satisfied from the service.

I'm not satisfied with the service.

Turkish "-den memnun" uses "from", but English says "satisfied with" and "happy with".

Give me my money back!

I'd like a refund, please.

A direct order sounds rude in English, even when you are right. "I'd like" keeps it polite and firm.

The air conditioner is broken down.

The air conditioning isn't working.

"Broken down" is mostly used for cars and other vehicles. For things in a room, say "isn't working" or "is broken".

There is a mistake in the account.

There's a mistake on the check.

In a restaurant "hesap" is "the check" (US) or "the bill" (UK). An "account" is at a bank.

Quick quiz

Eight questions to check what you remember. Pick an answer to see if it is right.

  1. 1. Complete: "I'd like to complain ___ the noise."

  2. 2. Which is the most polite way to start a complaint?

  3. 3. You want your money back. You ask for a...

  4. 4. Complete: "I'm not satisfied ___ the room."

  5. 5. In a US restaurant, the paper with the total is the...

  6. 6. The product is still covered for free repairs. It's under...

  7. 7. "That's not acceptable" sounds...

  8. 8. The heater in your hotel room doesn't work. You say...

0 of 8 answered

Show all answers
  1. about
  2. Excuse me, I'm afraid there's a problem.
  3. refund
  4. with
  5. check
  6. warranty
  7. very strong
  8. The heater isn't working.

See what the B1 English course covers, or test your level first.

People also ask

How do I complain politely in English?+

Stay calm, start softly with "Excuse me" or "I'm afraid", explain the problem in one or two sentences and say what you want. Polite complaints usually get faster results than angry ones.

When should I ask for the manager?+

Ask the person serving you first. If they can't help, say "Could I speak to the manager, please?" Asking for the manager straight away can sound aggressive.

What is the difference between a refund and an exchange?+

A refund gives you your money back. An exchange gives you a new item, or a different one, instead of the faulty one. Some shops offer store credit instead of a refund.

How do I write a complaint email?+

Use a clear subject line, describe what happened with dates and order numbers, say what you want (a refund, a repair or an apology) and keep the tone polite. Attach photos or receipts if you have them.

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